We are currently updating our CRM software so the forms on our website may not work correctly.

If you want to book a place on our training or conferences, please email events@theforum.social and we will process your request.

Apologies for any inconvenience.

Learning Academy Box Sets

Take the opportunity to gain accreditation in a specific subject. Our Box Sets are groups of related modules that help you focus your learning. The full box set cost includes your accreditation. To complete accreditation, you need to watch all the modules and complete this form to describe what you have taken from the modules and how you have applied these in your role.
Each Box Set costs £325 +VAT. (Free to anyone on an Assisted Learning Pathway). Click on the descriptions below to book your place now.

2015 Innovation & Transformation Awards: Customer Insight: Closing the loop at Allianz

2015 Innovation & Transformation Awards: Customer Insight: Closing the loop at Allianz

How data, communication, analysis & rigour, from the insight team, underpin customer improvements at Allianz, by collaboration with leaders, operations teams, underwriters, marketing, QA & risk.

See the full Case Study

This case study is designed for those looking to drive actionable insight. Whether in a leadership role or part of a quality or insight team this session will offer the chance to understand the customer experience loop and how to use insight to drive continuous improvement.

How data, communication, analysis & rigour, from the insight team, underpin customer improvements at Allianz, by collaboration with leaders, operations teams, underwriters, marketing, QA & risk.

  • Learn how comparing multiple data sources can create new understanding
  • Understand how they ‘close the to deliver significant improvements for the customer 
  • See how communication and engagement play a huge part in delivering insight
  • Hear how the insight cycle works to drive continuous improvement

Improvement for customers & the business is being powered by new work from the Operations Customer Insight team, bringing together analysis of many data sources using existing systems. Data-led decision-making is closing the loop by comparing complaints, customer satisfaction, QA, risk/incident data and reasons for calling. This has led to tangible improvements: new documents cut payment-related calls by 2%; improved tailored training on No Claims Discounts has cut related complaints by a quarter; and NPS is up 4.5% points. Engagement has been critical to success, with regular stakeholder involvement in monthly boards and workshops, and is fully supported by board members. 

Comments (0)Number of views (329)

Author: Leanne McNamee

Categories: Library, Operational Improvement, Data, Analytics & Insight, Awards Case Studies

Tags:

Print